CASE STUDY
Service Design that shaped the roadmap
Facilitated blueprinting workshops to align teams, uncover journey gaps and turn complex account-opening work into clearer product direction.
Overview
I led service blueprinting workshops to help the team step back from individual screens and understand the full end-to-end account-opening experience. By aligning cross-functional partners around customer pain points, processes, and system dependencies, we uncovered 1priority opportunities that were later added to the roadmap.
Outcome
10 opportunities added to the roadmap
Stronger shared understanding of the end-to-end journey
Better visibility into process and system-level friction
A shift from isolated UX fixes to broader product and service improvements
